Exchanges and Returns

How do I return or exchange a product to Gume?

You have up to 7 calendar days after delivery to initiate the return process free of charge. Once completed, you'll receive the same amount as a Gume gift card to choose a new product, or you can request a refund.

To initiate a return or exchange process, you must:

1) Send an email to oi@gume.store with the subject line "Return/Exchange + Order Number". In the body of the email, state whether you wish to return or exchange the item, along with a detailed reason for your request;

2) After sending the email, our team will analyze your request and respond within 2 (two) business days.

In both exchange and return cases, after receiving the product back at our logistics center, our team will conduct an analysis to verify its condition. Products that have suffered any defect caused by customer handling or returned with missing parts due to improper storage will not be accepted and will not be eligible for return or exchange.

Important:

a) Do not send any product without prior authorization from our team. You must follow all instructions sent via email. Any exchange or return that is not previously authorized and/or does not follow the guidelines of our exchange department will not be reviewed, and the product(s) will be returned to the customer without prior notice.

b) Gume does not cover packaging costs for exchanges or returns. We recommend using the same packaging you received your order. If you use other packaging, ensure it protects the product from damage during transit.

c) Shipping costs for exchanges or returns following the recommendations described above are the responsibility of Gume.

My product is defective. What should I do?

If you received a defective product, we recommend contacting us before posting a review online. You must initiate the exchange process within 90 calendar days of delivery. Send an email to oi@gume.store with the subject line "Defective Product + Order Number." In the body of the email, describe the defect and (very important) attach a photo that clearly shows the puzzle's defect.

Our team will contact you within 2 (two) business days to resolve your issue.

After returning the product, when can I use my gift card?

After your product arrives at our logistics center and its conditions are approved, you will receive the corresponding amount in a Gume gift card within 3 business days. For a new purchase, you must add the gift card to the cart for the discount to be applied. Gift cards are valid for up to 1 year, so you can choose a new product at your leisure. Please note that once you choose the gift card refund, we cannot change this refund method.

What if I prefer a refund? What is the procedure?

If you request a refund and paid by credit card, we'll issue the refund and send you proof of refund. Your card issuer will be notified immediately, and on average, the amount will be available within two statements.